Experiential training for junior staff on welcoming and taking care of customers

In June we met with 70 junior staff members Rinascente Roma Tritone Store for a series of experiential training classrooms on “taking charge of the customer”

“What are the difficulties when approaching a customer?”, “How do we know when a customer is interested in interacting?” and “What is my best way of breaking the ice with the customer?”. These were some of the questions around which we encouraged closer reflection, sought to develop the understanding of participants and carried out classroom exercises and roleplays

The meetings touched on issues like the fear of being brushed off by a customer that wants to “do their own thing”, the belief that a customer isn’t interested in receiving assistance, and other limiting thoughts. Lots of solutions for relaxing and attempting to establish a genuine relationship also emerged, each with their own method but with one thing in common: the training of observation skills

In our Mystery Coaching® model we strongly believe that observation is the underlying cornerstone of relationships because it enables us to identify objective details that help us to understand the customer and their needs, and create a “wow experience” from the get-go

Thank you for the opportunity to train again the new recruits on the Service Ceremony